Solved Call statistics not working properly

[Fischermeister]

Hi there,

we use the latest V18 with 7 different queues.

A colleague from customer service (queue manager) has now found that the evaluations with the automatic reports do not match the actual calls.
I used an example date of 15.05. randomly selected an agent and once compared the details of my colleague with the details of the "Statistics for agents on hold" report.
In order to be able to determine whether the reports or the manual counting of the employee is correct, I filtered the call history for the day in question with calls from external to internal and then filtered them accordingly in Excel for the agent.
I was then able to determine that the actual accepted calls are in a queue of the agent 26 and in the report are just 11!

Queue statistics are cleared daily at 23:59 and reports are generated at 20:00 for today.

Does anyone else have this problem or can help me?

Many greetings

 

[VasilisV_3CX]

Hi @Fischermeister,

Let's make sure that the report that is being run (the Agent in Queue Statistics report) does not have the box 'Exclude calls dropped before 5 seconds' checked?

Can you PM me with a screenshot of the report output and call log you mentioned?

 

[Fischermeister]

Hi @VasilisV_3CX ,

the checkbox was set.
I turned them off and randomly checked several agents and the calls all matched now.

Is this checkbox a bug in the program?
If so, it should be reported to 3CX.

Thank you for your help.

Best regards

 

[VasilisV_3CX]

Hi @Fischermeister,

Glad this resolved the problem! No, the checkbox is there in case people want calls that weren't longer than 5 seconds to be reported on.

If you need anything else feel free to open a new thread!